I was told during the sales process that I could take out a HP agreement on the car that I intended to use for driving tuition, therefore I needed to install dual controls. When I noticed in the agreement, the sales rep said it was ok I just needed to let them know. So I signed up to the agreement, then phoned VWFS and they told me I could not install dual controls OR use the car for reward. I then got in contact with the sales guy and he said I can buy the car outright, he hadn't activated the agreement. He also suggested I could still take out the agreement, to get the benefits and pay it off immediately with the bank loan I had to quickly secure instead. I'm guessing he wanted the commission. He emailed me to say is 2pm pickup on a Friday OK, I responded yes, then he phones me on the day to try and arrange a time, I made the point we had already agreed this. A couple of days after the purchase I got a letters to say the agreement with VWFS is set up, including the service plan and the DD. I emailed the sales rep saying I wanted a response in 3 days from his manager and/or vwfs to confirm its not active. 5 days passed now, not heard a thing. I just phoned VWFS and they confirmed the agreement was cancelled the same day I emailed complaining, guess he just didn't bother to let me know. I have been extremely stressed by this whole process. No money off the car, wouldn't budge despite the tyres not in great condition, no spare wheel, no car mats and staining on the seats, but he knew I was in a rush to buy a car by a deadline. Also found out after no parcel shelf, I've replaced this myself. Do not ring me please, only email.

I was enquiring on a vehicle and they falsely advertised the mileage on that vehicle, they were only offering a non refundable holding fee over the phone and kept insisting I should come to see this vehicle after I stated I couldn’t come any earlier than the booking date. They also stated they would call me back a day before the appointment which they never did, Walton on Thames definitely should consider getting advice from other branches about customer service.

Good AfternnoonREF: Previous complaint 84555017I am still waiting for a response from my previous complaint made on Monday 8th December.I received awful customer service on that day and I am still receiving awful customer service now as I still have not received any communication from you in your designated 14 days to discuss my complaint.I would therefore be grateful if somebody could actually provide me with some customer service and contact me.

It took three attempts to get someone at the dealer to contact me to arrange a visit to discuss my existing PCP contract. The first two times I phoned and was told someone would call be back to arrange a meeting – this didn't happen. The third contact happened only after I emailed Lookers' main customer service point. At the third attempt, I arranged a time to visit the showroom. I was, admittedly, five minutes late, but when I entered the showroom no one approached me and I was ignored. I wandered the showroom for a short while and then gave up on anyone enquiring why I was there. Really poor service, I'm afraid.

Rude and unhelpful.Did not return calls.

Salesman: Callum Fullman (now left firm) failed to respond to my repeated requests to send me the log book for Golf R (MW18PXL) purchased in March 2025. I have recently left messages for the manager and she has also failed to return my calls. In addition to having no log book I also need the following issues resolved:1. I paid for Guardex to be applied to the paintwork and interior. I have still not received any paperwork in connection with this warranty. On collection of the car there was yellow staining on the roof. I sent photos and visited the showroom and Callum agreed that it needed to be machine polished and Guardex reapplied. Every effort on my part to get it booked in with him failed (probably 10 attempts).2. There is also a rust spot on the roof and various chips which I would like repaired.3. The car should have been serviced prior to collection. I have recently had to replace the brake pads, disks and brake fluid plus replacing the rear tyres which I discovered were completely bald and cracked around the edges. I feel that these issues should have been highlighted at the MOT carried out 11.2.25 prior to my purchase. Both the MOT and the Maintenance list dated 13.3.25 were carried out by Lookers and made no mention of the need to have either the tyres or braking equipment replaced before the next MOT.The above issues need to be resolved without delay. I am not convinced that a full safety check was carried out prior to collection and in addition to receiving the missing documents, repair of the paintwork I also feel that your firm should provide a further service free of charge.

Fine no problems.

I only phoned on the one occasion, but the gentleman who dealt with my enquiry was helpful and friendly and dealt with my questions quickly. However, I found the model I was looking for at a local Volkswagen dealership so did not pursue a purchase from Lookers on this occasion. Thank you.

I’m in the market to buy a new car and I would say the approach was ‘disinterested’. I aim to buy my new car in the next two weeks and will now be purchasing from a BYD Retailer where I’ve had a much better experience. It would appear that VW had no interest in retaining me as a customer at all

I have been waiting a week to have a £500 deposit on a car I didn't want refunded. No response from the dealership or the salesman involved.